Your Fax Troubleshooting and Escalation Checklist...

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Your Fax Troubleshooting and EscalationChecklist

Version 2

Your Fax Escalation Checklist

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CONTENTS

1 Fax Electronic Checklist ................................ .............................................. 41.1 Fax Checklist Part I ................................................................................ 51.2 Fax Checklist Part II................................ ................................................61.3 Fax Checklist Part III ................................ ............................................. 81.4 Additional Information................................ ............................................9

2 Recording .wav File ................................................................ ...................103 Other Fax Settings and Menus ................................................................ ...12

3.1 Dump Fax Settings Data ................................................................ ......123.2 Dump Fax T30 Log .............................................................................. 123.3 Dump Last 10 Fax T03 Logs ................................ ...............................123.4 Dump Caller ID Log ................................ ............................................ 123.5 Change Fax Settings................................ ............................................. 12

3.5.1 Change Faxtrace Settings................................ .............................123.5.2 Change Modulation Settings ........................................................ 12

4 Fax Op Panel SE Menu settings................................ ................................. 135 Troubleshooting a Fax Send Failure .......................................................... 176 Troubleshooting a Fax Receive Failure .....................................................207 Fax Error Codes................................ .......................................................... 23


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Changes in V2:

Customer versionUpdated the attributes required to record a wav file.Added Section 5-Troubleshooting a Fax Send Failure.Added Section 6-Troubleshooting a Fax Receive Failure.Added Section 7-Fax Error Codes.Updated description in Section’s 1.3 and 4 regarding SE settings that can bechanged.


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1 Fax Electronic ChecklistIn the X64x, X85x and X4600 series of MFDs, the fax checklist will be available on theproduct’s SE webpage (http://ipaddress/se).NOTE: If a fax failure occurs between two Lexmark machines, a fax checklist for eachmachine must be completed.

http://ipaddress/se)


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1. Fill out the following information: Name of tester, Customer failed fax Job ID,

How to Gather Job ID information

Find the Job ID on:

The printed Transmission/Receive log.

T30 log (http://ipaddress/se “Dump Fax T30 Log” or “Dump Last 10 of FaxT30 Logs”),

Fax Call log (http://ipaddress Reports “Fax Call Log”), or Fax Job log(http://ipaddress > Reports > “Fax Job Log”).

http://ipaddress/se

http://ipaddress

http://ipaddress

Lexmark Confidential 6

2. Fill out the date and time of the fax failure.

3. Select the type of connection the machine is using.

4. Check the description of the type of connection the machine is using.

5. Make the choice that fits the line condition. To find out if there is noise over the line,call the fax number and listen for noise. A clear line should be free of hums and static.


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1.2 Fax Checklist Part II

6. Choose the type of fax problem. When collecting debug from the sender, select“Send”. When collecting debug from the receiver, select “Receive”.

7. Describe the sending machine. If “Lexmark MFD” is selected, the “Make” and“Model” fields will not be accessible since the report will automatically extractthis information from the device. If the device is not a Lexmark device, the“Make” and “Model” fields must be manually entered.

8. Describe the receiving machine. If “Lexmark MFD” is selected, the “Make” and“Model” fields will not be accessible since the report will automatically extractthis information from the device. If the device is not a Lexmark device, the“Make” and “Model” fields must be manually entered.


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9. Enter the code levels for each application. If the “Type of Problem” is “Send”,these fields will be automatically supplied. If not, the code levels can be accessfrom the Fax SE Menu from the op panel (**411) and webpage (http://ipaddress> Reports > “Device Information”).

10. Enter the code levels for each application. If the “Type of Problem” is “Receive”,these fields will be automatically supplied. If not, the code levels can be accessfrom the Fax SE Menu from the op panel (**411) and webpage (http://ipaddress> Reports > “Device Information”).

11. The technical support representative may request a wav recording of the faxfailure. If so, check this field if you are supplying a wav recording from thesending side. (see section 2)

12. The technical support representative may request a wav recording of the faxfailure. If so, check this field if you are supplying a wav recording from thereceiving side.

13. Describe any visible error messages on the sending side.

14. Describe any visible error messages on the receiving side.

http://ipaddress

http://ipaddress


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1.3 Fax Checklist Part III

15. Check whether it is a consistent or intermittent problem. Describe the problem.16-19. Describe the troubleshooting that has been done and select the properresponses to each question. It is important to supply as much information as possiblein these boxes. Please refer to Sections 5-7 for troubleshooting information.


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20. Submit will automatically collect the necessary debug from the machine andsave the checklist by prompting you to save a file named “faxsngevent” to yourPC. When escalating the issue, you must supply this file to the technical supportcenter. Reset will clear all the fields from the checklist. Cancel will bring youback to the main SE Menu webpage.

1.4 Additional In formationIt is important to note that pressing “Submit” does not send the debug and checklistautomatically to any Lexmark tech support server or email. It simply gathers thenecessary debug and saves the checklist to a file name “faxsngevent”. You must stillmanually send this file to the technical support center TSC when escalating a faxissue.The faxsngevent fill contains the following information:

Fax ChecklistLast 10 fax T30 logsCaller ID log (if available)Fax settings pageFax call logFax job logNetwork settings pageHistory logLbtracePrinter settings


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2 Recording .wav File (Possible Engineering Request)

If members of the engineering staff are unable to determine the cause for the faxfailure, it may be requested that that a recording of the facsimile be submitted forevaluation.

Connect the Omnicron LIC-100 isolation coupler to a logging recorder (PC) and thetelephone circuit as shown in the connection diagram below.

Connection Diagram

Use a .wav file recording program to record the entire failing fax call. Examples of.wav recording programs are:

� Audacity – available at http://audacity.sourceforge.net/� CD Wave – available at http://www.cdwave.com/� Windows Sound Recorder� Scanner Recorder – available at http://www.davee.com/scanrec/

http://audacity.sourceforge.net/

http://www.cdwave.com/

http://www.davee.com/scanrec/


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Steps to record a wav file using Window’s Sound Recorder.

1. Open Windows Sound Recorder. (Windows 95: Start ĺProgramsĺMultimediaSoundĺRecorder. Windows 98, 2000, & XP: Start ĺProgramsĺEntertainment ĺSound Recorder)

2. Go to File > Properties > Convert Now and select these options:a. Format: PCMb. Attributes: 22,050 Hz, 8 Bit, Mono

3. Select Save As, and then name the file Fax Record . Click OK twice.4. Press the Record button and let the Recorder run for 60 seconds.5. After the Recorder has stopped go to the File Menu and choose save as. Name

the file BLANK.WAV and save it.6. To increase the recording time from the default maximum of 60 seconds,

follow this process:a. Select the Edit menu.b. Choose Insert File and select the BLANK.WAV created in step 5.c. This process increases the maximum recording time of Sound Recorder by

60 seconds. Repeat step 6 to add one minute of record time. For example,for a 5 minute recording time, insert BLANK. WAV five times using step6.

7. Once you have enough record time allocated, start the Recorder and capture thefailing fax call.

Steps to record a wav file using Audacity’s sound recording program.

1. Run the Audacity program.2. Go to Edit > Preferences .3. A window titled 'Audio Preferences’ will open up.

a. Under the "Audio I/O" tab, make sure that 'Channels'= '1(Mono)'.b. Under the "Quality" tab, make sure that 'Default Sample Rate' = '22050

Hz'.c. Under the "File Formats" tab, make sure that 'Uncompressed Export

Format' = 'WAV (Microsoft 8 bit PCM)'4. Click OK to close window.5. Press the Record button to start recording the call.6. Press the Stop button to stop recording the call.7. After completely recording the failing fax call, please save the wav recording byusing the 'Export as WAV' option available under the File menu.


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3 Other Fax Settings and Menus 3.1 Dump

Fax Settings Data

Shows all fax settings and their values.

3.2 Dump Fax T30 LogShows the T30 log of the last fax call.

3.3 Dump Last 10 Fax T03 LogsShows the T30 logs of the last ten fax calls.

3.4 Dump Caller ID LogProvides caller ID (when available) information for the last 40 incoming calls.3.5 Change Fax SettingsThere are two options under the Change Fax Settings menu.

3.5.1 Change Faxtrace Settings

These settings control the level of fax debug that will be dumped during a fax job. Thesesettings should not be changed unless directed by the Fax PE.

3.5.2 Change Modulation SettingsThese settings should not be changed unless directed by the Fax PE. However, the usercan control the max fax speed via the regular fax menu webpage (http://ipaddress >Configuration > Fax Settings > Analog Fax Setup > Fax Send Settings or FaxReceive Settings > Max Speed), or via the op panel.

Note: Separate Max Speed setting for Send and Receive. To set Max Speed to 14400 onboth send and receive, both settings must be changed under “Fax Send Settings” and“Fax Receive Settings”.

http://ipaddress


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4 Fax Op Panel SE Menu settings

To access the fax se menu, press **411 from the home screen.

Warning! DO NOT change settings unless specified in Sections 5-7.

5 Troubleshooting a Fax Send failure

Step 1: Verify physical phone line connectionConnect an extension handset to the extension jack available at the back of the MFDand pick up extension handset to check if a dial tone is present on the line.

If dial tone is present:Proceed to Step 2.

If dial tone is not available:Use another phone cable.Use another phone line.Check with telephone line provider.

Step 2: Verify phone line qualityUsing the extension handset, check if phone line is free of any static or external noise inorder to ensure that line quality is suitable for fax transmissions.

If line quality is clear:Proceed to Step 3.

If line is noisy:Use another phone cable.Use another phone line.Check with telephone line provider.

Step 3: Verify if outgoing calls can be made using the phone lineUsing the extension handset, place an outgoing voice call to check if call can becompleted.

If calls can be placed successfully:Proceed to Step 4.

If unable to place any outgoing calls:The phone line is problematic. Check with telephone line provider.

Step 4: Verify if phone line is analog or digitalCheck if the MFD is connected to an analog or digital line.


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Digital line is used:Proceed to Step 5.

Analog line is used:Proceed to Step 6.

Step 5: Verify if MFD is connected to a VoIP line (internet provided phone service)If MFD is connected to a VoIP line, verify if the server is configured to support faxtransmissions.

If server configurations support fax calls:Proceed to Step 6.

Problem related to server setup:Stop here. Check with VoIP provider.

Step 6: Verify phone system usedIf MFD is connected to a PABX phone system proceed to Step 7, else proceed to Step 9.

Step 7: Verify ‘Behind a PABX’ user settingIf MFD is connected to a PABX phone system, enable ‘Behind a PABX’ user settingand then test.

If MFD still fails to send faxes :Disable ‘Behind a PABX” and proceed to Step 8.

If MFD is now able to send faxes :Stop here. No additional troubleshooting steps are required.

Step 8: Verify ‘Dial Prefix’ user settingIf ‘Dial Prefix’ user setting contains a prefix number required to access an external line,then make sure it is not included again when entering the destination number. If thesetting is empty then the prefix number must be entered before the destination number.

Problem not related to Dial Prefix:Proceed to Step 9.

Problem related to Dial Prefix:Stop here. No additional troubleshooting steps are required.

Step 9: Verify the nature of failureTest to verify if the MFD is failing to send faxes to any destination number or only to aspecific destination number.

MFD fails to send only to a specific destination number:Proceed to Step 10.


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MFD fails to send to any destination number:Proceed to Step 11.

Step 10: Verify communications with the specific remote fax deviceTest if faxes can be sent to the specific destination number from any other fax device.

Other fax device is able to send:Proceed to Step 11.

Other fax device fails too:Stop here. Problem is not with the MFD.Check if remote fax device is configured to receive faxes.Check if user’s phone number has been blocked by the remote end.


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Step 11: Adjust ‘Transmit Level’ SE settingTest by adjusting the transmitted signal strength by decreasing/increasing the ‘TransmitLevel’ setting in steps of 1db. For example, if default value is -11 db, changing it to -12db will decrease the signal strength by 1db and changing it to -10db will increase thesignal strength by 1db. Recommended adjustment range is ±5 db (in 1db steps) from thedefault value.

MFD still fails to send faxes :Restore the default Transmit level value and then proceed to Step 12.

MFD is now able to send faxes :Stop here.Continue using the newly changed Transmit level setting.

Step 12: Check the Fax error codePrint the T30 transmission/Job/Call log and check the error code being reported.Verify it against the error codes listed in Section 7 and follow the suggestedresolution.

If Problem still persists:Follow procedure described in Section 1 to escalate issue.

If Problem is resolved:Stop here.


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6 Troubleshooting a Fax Receive failure

Step 1: Verify physical phone line connectionConnect an extension handset to the extension jack available at the back of the MFDand pick up extension handset to check if a dial tone is present on the line

If dial tone is present:Proceed to Step 2.

If dial tone is not available:Use another phone cable.Use another phone line.Check with telephone line provider.

Step 2: Verify phone line qualityUsing the extension handset, check if phone line is free of any static or order to ensurethat line quality is suitable for fax transmissions.

If line quality is clear:Proceed to Step 3.

If line is noisy:Use another phone cable.

Use another phone line.Check with telephone line provider.

Step 3: Verify if incoming calls can be received on the phone lineDisconnect phone cable from MFD and connect it directly to the extension handset.Have someone call this number and verify if extension handset rings. Allow 3-5 ringsthen pickup handset and check if connection can be established with the caller.

Extension handset rings and able to connect:Reconnect the phone cable to the MFD and proceed to.

Extension handset does not ring:The phone line is problematic. Check with telephone line provider.

Step 4: Verify ‘Enable Fax Receive’ user setting Checkthe value of the ‘Enable Fax Receive’ user setting.


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‘Enable Fax Receive’ is On:Proceed to Step 5.

‘Enable Fax Receive’ is Of:Turn on the setting to enable MFD to receive faxes and then test. Ifissue still exists proceed to Step 5.

Step 5: Verify ‘Distinctive Ring’ user setting

If distinctive ring feature is available on the phone line then verify if the appropriate‘Distinctive Ring’ (Single, Double, Triple) setting is enabled on the MFD.

Distinctive ring (Single, Double Triple) is enabled:Proceed to Step 6.

Distinctive ring (Single, Double Triple) is disabled:Turn on the setting to enable MFD to answer to distinctive rings and thentest. If issue still exists proceed to Step 6.

Step 6: Verify if phone line is analog or digitalCheck if the MFD is connected to an analog or digital line.

Digital line is used:Proceed to Step 7.

Analog line is used:Proceed to Step 8.

Step 7: Verify if MFD is connected to a VoIP lineIf MFD is connected to a VoIP line, verify if the server is configured to support faxcalls.

If server configurations support fax calls:Proceed to Step 8.

Problem related to server setup:Stop here. Check with VoIP provider.

Step 8: Verify the nature of failureTest to verify if the MFD is unable to receive faxes from any remote fax device or onlyfrom a specific remote fax device.


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MFD fails to receive from any remote fax device:Proceed to Step 12.

MFD fails to receive only from a specific remote fax device:Proceed to Step 9.

Step 9: Verify communications with the specific remote fax deviceTest if any other fax device connected to the phone line is able to receive faxes sentfrom the specific remote fax device.

Other fax device is able to receive:Proceed to Step 10.

Other fax device fails too:Stop here. Problem is not with the MFD.Contact telephone line provider to check if line is faulty.Problem could be with the remote fax device.

Step 10: Verify ‘Block No Name Fax’ user settingVerify if ‘Block No Name Fax’ setting is enabled to prevent the MFD from receivingfaxes from a remote fax device that has a ‘blank’ station ID setting.


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‘Block No Name Fax’ is On:Disable setting to start receiving faxes from devices with blank station ID.

‘Block No Name Fax’ is Of:Proceed to Step 11.

Step 11: Check ‘Banned Fax List’ user settingCheck if ‘Banned Fax List’ contains the remote fax device’s number.

‘Banned Fax List’ contains sender’s number:Remove number from list to allow MFD to receive faxes from it.

‘Banned Fax List’ does not contain sender’s number:Proceed to Step 12.

Step 12: Adjust ‘Receive Threshold’ SE settingTest by adjusting the received signal level by decreasing/increasing the ‘ReceiveThreshold’ setting in steps of 2db. For example, if default value is -43 db, changing it to-45db will decrease the received signal level by 2db and changing it to -41db willincrease the received signal level by 2db. Recommended adjustment range is between -33db and -48db (in 2db steps).

MFD still fails to receive faxes:Restore the default Receive Threshold value and then proceed to Step 13.

MFD is now able to receive faxes:Stop here.Continue using the newly changed Receive Threshold setting.

Step 13: Check the Fax error codePrint the T30 transmission/Job/Call log and check the error code being reported.Verify it against the error codes listed in Section 7 and follow the suggestedresolution.

If Problem still persists:Follow procedure described in Section 1 to escalate issue.

If Problem is resolved:Stop here.


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7 Fax Error Codes

Error Code Description Resolution000 No error occurred during fax

transmission

• Not applicable

200 Error occurred whentransmittingtraining.

• Check line quality.• Select a lower ‘Max Speed’value under Fax Send settings.• Adjust Transmit level.

3XX Error occurred when receivingimage data.

• Check line quality.• Adjust ‘Receive Threshold’.• Select a lower ‘Max Speed’value under Fax Receivesettings.

4XX Error occurred when sendingimage data.

• Check line quality.• Adjust ‘Transmit Level’.• Select a lower ‘Max Speed’

value under Fax Send settings.

5XX

Received unknown responsefrom remote fax device.

• Not applicable

6XX

Error occurred when receivinga frame.

• Check line quality.• Adjust ‘Receive Threshold’.


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7XX Error occurred when sending aframe. • Check line quality.

• Adjust ‘Transmit Level’.• Select a lower ‘Max Speed’


800 Received EOT unexpectedlyfromthe modem in V34 mode.

• If error persists disable V34modulation scheme.

802Too many timeouts occurredduring ECM reception.

• If error persists disable ECMmode.

803 Fax was canceled by user. • Not applicable804 Unexpectedly received

disconnectcommand from remote end.

• Check line quality.• Adjust Transmit Level/Receive

Threshold values.• Remote device could be

requesting an unsupportedfeature.

805 Remote fax device failed torespond to the DCS command.

• Adjust Transmit Level/ReceiveThreshold values.

• Remote device could bemalfunctioning.

808T1 Timeout occurred whentryingto establish a connection with

• Adjust Transmit Level/ReceiveThreshold values.


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remote fax device.809

T2 Timeout occurred due tolossof command/responsesynchronization.

•Adjust Transmit Level/ReceiveThreshold values.

80A T5 Timeout occurred whentransmitting image data toremotefax device.

• Check line quality.• Adjust ‘Transmit Level’.• Select a lower ‘Max Speed’value under Fax Send settings.

80B Too many errors whentransmitting image in ECMmode.

• Check line quality.• Adjust ‘Transmit Level’.• Select a lower ‘Max Speed’


80C Remote device failed torespond tothe ‘CTC’ command.

• Select a lower ‘Max Speed’value under Fax Send settings.

• Adjust ‘Transmit Level’.

80D Received too many requestsfrom remote end to repeat theprevious command sent.

• Check line quality.• Adjust ‘Transmit Level’.• Check if line conditions on

remote end will facilitate a goodconnection.

80E Functional limitation- Remotefax device does not support G3receivecapability.

• Not applicable

811 Failed to detect a fax device atthe remote end. • Verify MFD is answering to fax

call and not a voice call.• Decrease value of ‘Rings To

Answer’ setting.


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812No more data rates available inV34 modulation scheme.

• Adjust to a lower modulationscheme.

813 Timeout occurred after waitingtoo long to receive a goodframe.

• Adjust ‘Receive Threshold’.

814 Tried too many times atselectedspeed using V34 modulationscheme.

• Adjust ‘Transmit Level’.• Adjust to a lower modulation

scheme.

815 Fax transmission wasinterrupteddue to power failure.

• Check MFD hardware if errorpersists

818Fax transmission failed due toinsufficient memory to storescanned image.

• Adjust ‘Memory Use’ setting toallocate more memory for send

jobs.

819Fax transmission failed dueTo insufficient memory tostorereceived image.

• Adjust ‘Memory Use’ setting toallocate more memory forreceive jobs.

81AA timeout occurred duringtransmission of a page in ECMmode.


880 Failure to transmit training • Select a lower ‘Max Speed’


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successfully in V17, V29,V27termodulation schemes.

value under Fax Send settings.• Adjust ‘Transmit Level’.• Check line quality.

881 Failure to transmit trainingsuccessfully in V33, V29,V27termodulation schemes.


• Adjust ‘Transmit Level’.• Check line quality.

882 Failure to transmit trainingsuccessfully in V17, V29modulation schemes.



883 Failure to transmit trainingsuccessfully in V17, V27termodulation schemes.



884 Failure to transmit trainingsuccessfully in V29, V27termodulation schemes. • Select a lower ‘Max Speed’

value under Fax Send settings.• Adjust ‘Transmit Level’.• Check line quality.

885 Failure to transmit trainingsuccessfully in V17modulationscheme.




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888 Failure to transmit trainingsuccessfully at 2400 bps inV27modulation scheme.


889

Failed to connect at minimumspeed supported by MFD.

• Adjust ‘Transmit Level’.• Incompatible connection.

88A Failed to connect using V34modulation scheme.

• Check line quality.• Adjust to a lower modulation

scheme.• Adjust Transmit Level/Receive

Threshold values.


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901 No fax tones detected fromremote end. Verify if destination number is correct.

• Verify if remote fax device is enabled toreceive incoming faxes.


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902 No dial tone detected.

• Check by enabling ‘Behind aPABX’ setting.• Check phone line.• Check MFD modem hardware.

903 Busy tone detected.• Check with remote end ifsuccessive redial attempts alsofail.

904 Hardware error detected.

•Check/replace MFD hardware iferror persists.

905 A timeout occurred afterdialingnumber and waiting forresponse.

• Check with remote end ifsuccessive redial attempts alsofail.

906 Fax send was cancelled byuser. • Not applicable

907Modem detected a digital lineconnection.

• Verify MFD is connected to ananalog phone line.

908 Phone line was disconnected. • Restore phone line connection.

A00Received request forunsupportedfunction from remote faxdevice.

• Not applicable.


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A01 Received request forunsupportedimage width from remote faxdevice.

• Not applicable.

A02 Received request forunsupportedimage resolution from remotefaxdevice.

• Not applicable.

A03 Received request forunsupportedcompression type from remotefax

• Not applicable.

A04 Received request forunsupportedimage length from remote faxdevice.

• Not applicable.

F00 Unknown error occurred • Not applicable

Your Fax Troubleshooting and Escalation Checklist...

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